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lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
asked in Customer Success (CS)
Service disruption to various sites

Gainsight received notification that AWS services are experiencing a major service interruption, causing increased infrastructure failure alerts. In order to minimize the impact, some application queues have been placed in a 'pause mode'. Please see status.gainsight.com for more information and updates. Additionally, Gainsight Go (support.gainsight.com) and our Community are also experiencing some service disruptions today for similar reasons. In particular, pages may load slowly and images may not load at all. 

212
lila_meyer
7 years ago
eric
ericContributor ⭐️
asked in Customer Success (CS)
Report Folder Feedback

While going through the experience of building new reports and utilizing the new Report Folders functionality in v5.5, the following  usability questions came up: When creating a new report, can I assign it to a new or predefined report folder?  My experience has been that I have to move the report to a folder post creation.  For obvious reasons this is inconvenient to have all new reports as uncategorized. Is report folders available in the Dashboard Builder?  Part of the reason for report folders is the ability to categorize and organize reports so that they are easily searchable.  Without the same method to organize the reports in Report Builder, they are difficult to find in the Dashboard Builder.  An example of this is customers typically prefix reports to make them easy to find, putting them in report folder solves this in the Report Builder side but does not on the Dashboard builder side.

291
gaurav_kotak
7 years ago
jam
jamContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Ability to set unique status to individual tasks associated to a Playbook

We have a client onboarding CTA; associated playbook has four tasks. I want to be able to report on which of the four tasks during the onboarding process were successful/completed vs. those that were not however, I can't figure out how to 'close successful' only the tasks that were completed without being required to close all tasks when the CTA itself is closed out. Is anyone doing something similar that has a good solution? Thanks! JAM

251
nitisha_rathi
7 years ago
lokeshraovn
lokeshraovnHelper ⭐️
asked in Customer Success (CS)
Quarter to Quarter Overall Health score report with delta values

Hi Folks, I'm trying to build a Overall health score reports fr my CSM's - My requirement is as follows Build a Average of Overall health score report for CSM's Quarter over Quarter Get the delta of the Average health score between the quater and have this delta value on the report EG - Consider i have a CSM Q42016 - Overall health score - 78.09 Q10217 - Overall health score - 79.06 Delta - 79.06 - 78.09 = 0.97 I have been able to plot the Quarterly Overall health report for CSM, however i'm stuck at getting the delta values I'm very new to Gainsight - Any help on this will be much appreciated. Thanks! ~Lokesh

453
lokeshraovn
7 years ago
k_marie_b
k_marie_bContributor ⭐️
asked in Customer Success (CS)
Load Survey look up field of participant object doesn't have any fields to be selected from the drop

Load Survey look up field of participant object doesn't have any fields to be selected from the drop

80
k_marie_b
7 years ago
allison_pickens
allison_pickensContributor ⭐️
asked in Deliver Customer Success
Why your team members are your clients, too

At Gainsight, we’ve built processes that have helped us meet our Customer Success goals. Later on, we realized that the same fundamental processes would allow us to achieve our Teammate Success goals. The analogy between Customer Success and Teammate Success best practices is wonderfully perfect. Each of our 5 areas of best practices for Customer Success has a parallel in Teammate Success: https://lh5.googleusercontent.com/-vO0cAxOizl1TlPLJQ6GVKbmAtZbX9T7Y7t1lT0KjgncGNhzEd_umQdjvngo4l7jv9Rck8J6NChDq-RR-zppmEuodw5vpyjMHQG6qyYN0WbLPG2pZN2mkD0ZhGUtDQQbjCHZ4ISwTo learn more about how we leverage this framework, check out my new blog post on Why your team members are your clients, too. Do you apply the same principles of Customer Success to Teammate Success? I’d love to hear from you!

340
allison_pickens
7 years ago
cristina_postolache
cristina_postolacheContributor ⭐️⭐️⭐️⭐️
asked in Deliver Customer Success
Is there anyway to see what type of Gainsight licences my organization has?

I would like to know how many full access and limited access Gainsight licenses I have in my organization. Is that information visible anywhere?

303
jason_knape
7 years ago
melissa_allen
melissa_allenContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Duplicate Opportunities, trying to get the date with the max value

I've created a rule where i want to find the max value in an opportunity and use the date on that opportunity to update the Customer object Renewal date. However, on some accounts there are two opportunities that fit my filter criteria. I'm putting in the Showing Area - the Max value for the Opportunity and the Close Date. However, when i pull in the close date, it always uses the most recent close date when i go to assign the customer info objects vs. using the close date on the opportunity with the Max value. How can i get the Close date from the opportunity that has the max value if there is more than 1 opportunity that pulls in for my criteria?

9711
melissa_allen
7 years ago
marie
marieGainsight Employee ⭐️⭐️
asked in Customer Success (CS)
Users of Recurly

Anyone a current user of Recurly? Looking for joint customers for a potential integration. Thanks!

431
ian_turner
7 years ago
ky_powell
ky_powellContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Creating reports on playbook tasks

Is there a way to report on specific tasks within a playbook. I have an onboarding playbook that contains a task for a QBR. I am trying to create a report to see all upcoming QBR's but I don't see anyway of reporting on a task, only a playbook. 

2332
ky_powell
7 years ago
berin_bezmen_9a2cd6
berin_bezmen_9a2cd6Contributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Change stage via the Rules Engine

How can I change a customer stage via the rules engine? Basically I would like the stage of a customer to change to "Risk" in Gainsight when the renewal opportunity in Salesforce is changed to risk. Thanks!

532
berin_bezmen_9a2cd6
7 years ago
greg_boyd
greg_boydContributor ⭐️
asked in Customer Success (CS)
Renewal Management - SFDC Opportunities Integrated into 360 View

We are managing our Renewals by creating 'Opportunities' in SFDC - need a way for my CSMs to see and track those renewal opportunities in their 360 view. ANy way to do this?

291
kristin_f3c469
7 years ago
ky_powell
ky_powellContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Making a graph with two "by" fields

Is it possible to make a graph when there are two "by" fields? I am organizing a metric by CSM name, but I also need to show the same stats for CEM name but trying not to make two graphs for this. I'd like to show CSM and CEM on the whole graph. Is this possible?

13320
dan_ahrens
7 years ago
heather_hansen
heather_hansenVIP ⭐️⭐️⭐️⭐️⭐️
asked in Deliver Customer Success
SF Tabs in GS

We've been experiencing an issue with the SF tabs not sticking when we select Gainsight in the Force.com Apps menu. So, we can adjust them, and then, the next time we go back in, they have defaulted back to the original layout. Has anyone else had this happen or have suggestions for how to correct? We've been able to get around it by using another Force.com App choice in the dropdown, but would be great if we could figure out how to make them stick using Gainsight.

232
heather_hansen
7 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
asked in Customer Success (CS)
Problem with Access to Zendesk Tickets from Gainsight Go

We're experiencing some problems with our Zendesk Submit Ticket and Sign In from Gainsight Go. In the meantime, please use the support chat option, or email support@gainsight.com. I'll provide an update here once the problem is resolved. Also, because we moved all of our support articles to a new platform, all of the article URLs changed. If you click an old article URL (from an email or your bookmarks), it will take you to the new site, and it will present some related search results. If the topic is very common, the correct article may not be in the top results. If you search for our content on Google, it's also temporarily displaying old URLs and will redirect you to the new home page. We recommend searching directly on support.gainsight.com.  We apologize for the inconvenience while we work through these migration issues.

354
lila_meyer
7 years ago
tim_23349f
tim_23349fContributor ⭐️⭐️
asked in Customer Success (CS)
Report on historic scorecard data

I'm looking to generate a report based on customer scorecard data, however I want it to be based on a historical snapshot rather than the most recent data. I see historic data for accounts in the customer 360, but when trying to access it by looking at the "Scorecard History" in reports, it always comes back with "No data found" regardless of my search parameters. What am I doing wrong?

404
dstokowski
7 years ago
kiersti_felska
kiersti_felskaContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Gainsight Default Permission sets

I do not believe our permissions sets in our instance are setup correctly for Gainsight access and looking for a matrix that lists what is contained in each of the permission sets so we can verify things are correct.  where may i find this type of matrix? here is the article that refers to the default permission sets i have found, but not finding where the details of exactly what i sin these permission sets: https://support.gainsight.com/Product_Documentation/Administration/Setting_up_Gainsight_for_Salesfor...

9813
ben
7 years ago
berin_bezmen_9a2cd6
berin_bezmen_9a2cd6Contributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Edit C360 Summary

I'm unable to edit the Summary page on my Customer360. Has this also been affected by the release? When I go to the configure section I am presented with a blank screen. Note: This conversation was created from a reply on: Problem with Access to Zendesk Tickets from Gainsight Go.

351
sidhu
7 years ago
noha_khan
noha_khanHelper ⭐️
asked in Customer Success (CS)
Please add "Select All" checkbox to reporting for moving reports to folders

Its kind of difficult to move more than 50 reports manually since we've got to tick each report we'd like to move to a folder. For example - I'd like to move over 149 reports to a folder here. Selecting each one separately is pretty troublesome. 

373
gaurav_kotak
7 years ago
logan_t
logan_tContributor ⭐️⭐️⭐️
asked in Customer Success (CS)
Data Anomalies Subscription URL for "My Domain" Users!

Hey Team, When customers enable the "My Domain" feature in Salesforce, they change the URL throughout their instance to something a bit more customized. However, when they subscribe to Data Anomalies notifications, they are sent a standardized URL that no longer directs them to the Data Anomalies tab! While this is a small issue, it is definitely an inconvenience. If we could allow the customers to either adjust their URL once to reflect these changes, or ensure Gainsight took notice of the new URLs and sent the updated version. Thanks for the support! -Logan

140
logan_t
7 years ago
lila_meyer
lila_meyerGainsight Employee ⭐️⭐️⭐️
asked in Customer Success (CS)
Problem with Support Ticket Form & Login

We migrated our support documentation to a new platform this afternoon, and currently the Submit Ticket and Sign In buttons are not working on https://support.gainsight.com. To contact Gainsight support in the meantime, please email support@gainsight.com. During business hours, you can also use the support chat option on Gainsight Go.  I'll post an update when the links are working again. Thank you for your patience.

355
lila_meyer
7 years ago
jessica
jessicaContributor ⭐️
asked in Customer Success (CS)
Creating CTA's to help with Gainsight adoption

I want to create a rule to help my CSM's adopt Gainsight by doing a next steps audit. I want to be able to track whether or not the CSM's created a new CTA after closing out a next steps CTA.  What I would like is a rule that runs at the end of every week and filters all closed success next steps for that week and then triggers a CTA telling me if any new CTA's were created after those were closed.  If anyone has any advice for helping me build this rule that would be great.  Thanks!

392
dan_ahrens
7 years ago
anirudh_allika
anirudh_allikaContributor ⭐️⭐️
asked in Customer Success (CS)
Sorting & Field display while creating calculated fields via Data management

While creating calculated fields in MDA object. Complete field names are not displayed we need to hover on the field to know the value. The fields are also not displayed in a sorted order. If i have many number fields then creating a calculated field becomes a time taking task

342
lakshmi_chaitanya
7 years ago
jim_huang
jim_huangHelper ⭐️
asked in Deliver Customer Success
CSM Barriers to "Living" in Gainsight

Some CSMs spend only a small part of their day in Gainsight. Others spend their entire day in Gainsight. We're curious to hear how we could move the needle towards CSMs spending more time in Gainsight. If you are a CSM who only spends a small part of your day in Gainsight, what are the barriers to increasing product usage?

424
einat_pick
7 years ago
brian_994811
brian_994811Contributor ⭐️⭐️
asked in Customer Success (CS)
How to report on CTA's opened vs CTA's closed

I need a single bar graph with 2 side-by-side measures, grouped by CSM. The 2 measures are Count of CTA's opened, and Count of CTA's closed, within a time period. I can figure out no way to do this other than creating a whole other "snapshot" table, with fields for "Total Opened" and "Total Closed". This would need triggers to keep it maintained in real-time. Those triggers alone would be a ton of work to implement, and I want to avoid that if possible. Another option was to create a granular table with a separate record for each CTA Open and CTA closed event. This would be slightly easier to set up, but then I could only build the graph as a stacked bar graph, not a grouped side-by-side bar graph. I can't be the first person to ever conceive of this report, and I figured there would have been some way to do it.

17611
smorrisgainsightcom
7 years ago

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